April marked a significant milestone for our CustomerAssist team, achieving full SLA compliance across all client accounts. This accomplishment reflects our ongoing commitment to delivering consistent, high-quality service while fostering a culture of continuous improvement and accountability.
As call and email volumes increased over the past few months, our team remained focused on what matters most: supporting one another and optimizing the customer experience. Through our Workforce Engagement Management (WEM) program, CustomerAssist team members received targeted coaching and mentorship to strengthen their skills, align with performance goals, and deliver exceptional customer experiences at scale.
Meeting every SLA is more than a metric. It reflects the strength of our people, processes, and client-first approach, ensuring that our clients continue to receive dependable, high-quality service, even during periods of increased demand.